Operations Coordinator, Intraoral scanner

Contract Type: Self-Employed / Sole Proprietor Location: 60a Station Road, North Harrow, HA2 7SJ (Subject to relocation to Mill Hill or Barnet. Scans also take place at multiple offices across London.) Salary: £30,000/year + performance bonuses Start Date: 5 January 2025 Hours: Monday–Friday, 9:30am–5:00pm ⭐ About StarSmiles Aligners StarSmiles is a direct-to-consumer invisible aligner provider. We scan patients for mild-to-moderate misalignment cases, design treatment plans, and manufacture our own aligners in-house. By eliminating the traditional dentist middleman, we make straightening and whitening more accessible and affordable , while still delivering effective, comprehensive clinical outcomes. Our mission is simple: make confident smiles more accessible without compromising care or quality . Role Overview The Operations Coordinator is a hybrid patient-facing and administrative role, responsible for: 1. Performing intra-oral scans and conducting consultations (Training provided — no prior scanning experience needed.)2. Managing patient communications, CRM updates, logistics, and follow-through to ensure every patient’s treatment journey is organised, smooth, and supported. This person will also assist the Founder with daily updates, priorities, and operational tasks. Key Responsibilities ⭐ 1. Intra-Oral Scanning & Consultations Perform high-quality intra-oral scans for new and existing patients. Welcome patients, explain treatment stages, and answer questions clearly and confidently. Guide patients through pricing, packages, and next steps to assist with conversion. Upload scans and communicate with the treatment planning team promptly. Travel for scanning: Approx. 3 day trips per month to nearby UK cities (e.g., Birmingham, Leicester) — fully compensated. Regular London travel to partner offices and clinic spaces (within working hours whenever possible). Maintain professionalism, friendliness, and a reassuring patient experience throughout consultations. ⭐ 2. Operations & Administrative Coordination Send confirmation, reminder, and follow-up emails to patients. Maintain and update Zoho CRM with all patient details, appointment dates, case statuses, and notes. Organise and track treatment plans from the planning team; send plans to patients promptly. Prepare and assemble aligner kits and coordinate shipping or courier arrangements. Maintain a fully updated calendar of: appointments scanning days impending treatment stages aligner delivery timelines Respond to patient queries via email, WhatsApp, and phone (email is the primary channel). Keep accurate, neat to-do lists and track all outstanding tasks. Communicate effectively with the Founder and flag any delays, patient concerns, or operational issues. Working Hours & Flexibility Standard schedule: Monday–Friday, 9:30am–5:00pm . Hybrid structure: In-person : when scanning or meeting patients. Work-from-home : for admin tasks on days without scans. Occasionally, a patient may request a scan outside standard hours (evening/weekend). If you choose to accommodate this, you may take the equivalent time back on another weekday via a late start, early finish, or partial day off. We prioritise fairness, balance, and open communication. ⭐ Time Off Policy (Contractor) Although this is a self-employed contractor role , StarSmiles maintains a fair, respectful approach to time off. Annual Time Off You may take up to 30 days off per year (unpaid, in line with contractor status). Notice Requirements Provide at least 7 days’ notice for planned time off. Before going on leave, you must ensure: All patients with upcoming appointments are informed. CRM and booking systems reflect your unavailable dates. No new appointments can accidentally be booked during your time off. A clear, written handover list is sent to the Founder. Emergencies & Illness StarSmiles is understanding, flexible, and compassionate . In cases of sudden illness, family emergencies, or personal crises, notify as soon as possible — we will always work with you. Handover Checklist Before time off, ensure: All urgent tasks are completed or delegated. Treatment planners are informed of any pending approvals. Any aligner shipments due that week are prepared or reassigned. Active patients have received necessary communications. We value clarity, organisation, and kindness. Compensation, Bonuses & Progression £30,000 per year , paid monthly upon invoice . Performance bonuses related to scanning, conversions, or overall contribution. After ~8 months, if workload increases and performance is strong, salary may be reviewed and raised to £33,000 . Potential opportunity for share options within 2 years , depending on performance and business growth. Contract & Invoicing You will work as a self-employed sole proprietor . No payroll or employee benefits, as this is a contractor role. You must file your own taxes; StarSmiles can introduce you to our accountants for guidance. Skills & Qualifications Essential Right to work in the UK Fluent written and spoken English Strong administrative and organisational abilities Previous experience in operations, admin, or customer service Tech-savvy (email, calendars, spreadsheets, CRM tools) Friendly, patient, and confident when speaking to patients Comfortable with travel for scanning Nice to Have Experience in dental, orthodontic, or aesthetic environments Experience with intra-oral scanning (not required — full training provided) Startup/small business background Ideal Personality Fit You will thrive in this role if you are: Warm, personable, and patient Extremely organised and detail-oriented Independent and self-motivated Confident speaking with patients Calm under pressure and comfortable multitasking Reliable and consistent in follow-ups Happiest when working in a supportive, drama-free, respectful environment ⭐ Our Culture StarSmiles is a friendly, relaxed, and values-driven company. We care deeply about: Patient experience Quality and accuracy Organised workflows Creating a supportive work environment We do not micromanage. After the first 6 months, you will earn significant independence and trust in handling day-to-day operations. We want someone who enjoys working autonomously, communicates clearly, and takes pride in doing things properly. How to Apply Please send the following to simran@starsmiles.co.uk : Your CV A short cover letter explaining: Why you want to join StarSmiles Your availability Any relevant operations or patient-facing experience Subject Line: Operations Coordinator Application – [Your Name]